Food and

Beverage Services

NC II
Assessment Script

1
 SCRIPT FOR FBS
RECEPTIONIST

Good morning, ma’am/sir, Welcome to ____________ Restaurant, I’m ____ the receptionist, do you have any
reservation ma’am/sir?

If “Yes”

Okay ma’am/sir, May I know your complete name please.

______ is that correct maam/sir?

Okay sir/ma’am _____ please sit for a while I’ll just check your name on our reservation list.

Thank you for patiently waiting ma’am/sir _____, we prepared the best table for you please follow me this way.

If “No”

Okay ma’am/sir, may I suggest a table for you

What do you prefer smoking or non-smoking area?

For how many person?

Okay ma’am/sir please sit for a while, I’ll just check if there’s available table.

Thank you for patiently waiting maam/sir. We choose the best table for you please follow me this way.

Is this table okay to you ma’am/sir?

This is one of our best tables because of the good ambiance and lighting.

By the way ma’am/sir if you want to excuse yourself our comfort room is on this way, and if in case of
emergency our fire exit is on that way.

Excuse me ma’am/sir your food server will be here in a minute.

FOOD SERVER

Excuse me ma’am/ sir, I am ___ your food server for today. May I lay a serviette on your lap

Excuse me ma’am/sir hers our beverage list for your starters.

(count till 5 seconds) Excuse me ma’am/sir can I take your order?

(guest orders mock tails/cocktails) How about your water ma’am/sir?

Is it bottled water or service water?

If bottled

Distilled? Or purified?

Okay ma’am/sir ill repeat your order, you ordered_____,did I repeat your order correctly ma’am/sir? Is there
anything would you like to add?

2
Okay ma’am/sir can I get the beverage list?

Excuse me ma’am/sir I’ll just process your order.

Excuse me ma’am/sir here is your (distilled/ purified) bottled water

Would you like me to open it for you ma’am/sir?

Excuse me ma’am/sir here is your (martini and Pina colada)

FOOD

Excuse me ma’am/sir here’s our menu list/card for your food selection

Excuse me ma’am/sir before I take your order, do you have any food allergies?

Okay ma’am/sir can I take your order?

(If ordered steak ask for doneness)

(Main dish) to compliment your main dish would like to try our (white wine if white meat/red wine if red meat)
we do have Carlo Rossi / Novelino.

For your wine sir/ma’am is it bottle or glass?

To complete your meal would you like to try our best seller dessert?

We do have carrot cake slice and lava cake slice, or coffee?

Okay ma’am/sir I’ll repeat your order, you ordered ______. _________

Did I repeat your order correctly ma’am? Is there anything would you like to add?

Excuse me ma’am/sir can I get the menu list?

Excuse me ma’am/sir ill just process your order and by the way ma’am it takes 15 to 20 minutes to process your
order.

Excuse me ma’am/sir are you done with your drinks? (Remove the starter drinks)

(Go back) Can I reset the table?

Excuse me ma’am/sir while waiting for your order here is your complimentary bread and butter.

SERVE (APPETIZER, SOUP, SALAD)

WINE

Excuse me ma’am/sir here’s your (white/red wine) Carlo Rossi from California with the 12% alcohol content

Please allow me to open your wine on top of the table (open, pour a small amount of wine) (step back) here is
the small of wine for you to taste, would you like to add some more?

For red wine: Table (room temperature)

For white wine: Wine bucket (chilled)

Excuse me ma’am/sir (leave the wine)

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MAIN DISH

Excuse me maam/sir heres your (main dish) Observe proper holding of the plate

Excuse maam/sir enjoy your meal

Bus-out

Excuse me maam/sir are you done with your meal? (Bring the showplate, the salt and pepper)

Excuse me maam/ sir can I clean the table? (crumbing)

How’s the food maam/sir? How the about the service? How’s the ambiance?

Thank you for maam/sir for your honest feedback, your suggestion and recommendation is highly appreciated.

Bill out

Excuse me ma’am/sir, would you like me to process your bill?

Excuse me maam/sir ill just process your bill.

Excuse me maam/sir here’s your bill the total amount of__

Would like to pay it in cash or card?

Excuse me maam/sir ill just process your change and receipt

Excuse me mam/sir here’s your change and receipt by the way maam/sir im happy to inform you that this
coming Friday we have a promo 50% discount in all of our food. Hope to see you dine in with us again, Have a
great day and Godbless.

4
 Sequence for Taking Room Service Order

1. Answer the phone in 3 rings

2. Greet the caller warmly

“Thank you for calling room service, ________ speaking, how may I assist you?”

3. Ask the guest for their names and room number

“May I have your complete name please? And your room number?”

4. Take the orders

Okay ma’am, we offer 2 types of breakfast; we have American breakfast, and Filipino
Breakfast.
For American Breakfast we have Bacon w/egg, Sausage w/egg and Ham w/egg
What type of cooking for your egg ma’am? (Sunny-side up, scrambles, poach or
boiled)
How about for your Bread ma’am, you want it Toast or Plain
How about for your butter ma’am, salted or unsalted
And for Filipino breakfast we have ______ _______ _______
Tapsilog, Cornsilog, Hotsilog
We also have Hot and Cold Beverages ______ ________ ________
Hot - Coffee, Tea and Hot Choco
Cold – Juices

5. Use suggestive selling

To complete your breakfast Ma’am, would you like to add our best-selling dessert?
We have lava cake and carrot cake
How about fresh fruits ma’am, we have available fruits in season.
That would be all ma’am?

6. Repeat the order

May I repeat your order ma’am, you order _______ ________
Did I get your order correctly ma’am?

7. Confirm the mode of payment

The total amount of your order would be ____________.
Would you prefer to pay it in cash or room charge?
Cash – “how much is your cash so I can process your change and receipt?”

8. Time of delivery of order

“What time would you like me to deliver your order?”
Okay’ ma’am expects us to deliver your order at exactly ______

9. Wave goodbye
Thank you for calling room service, have a nice day.

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 TABLE RESERVATION

(Hostess) Thank you for calling __________Restaurant. How may I help/assist you?

Customer:

(Hostess) Certainly Ma’am/Sir, Can I have you complete name please?

Customer:

(Hostess) For which day and what time?

Customer:

(Hostess) For how many persons?

And phone number where we can reach you?

Customer:

(Hostess) Where would you like to sit ma’am/sir, Smoking or non-smoking area?

Do you have any food allergies?

Customer:

(Hostess) Is there any special occasion so that we can prepare the area before you arrive.

Customer:

(Hostess) Do you have any other request so we can prepare everything before your arrival. (high chair
for babies, extra tables for the cake)

Customer:

(Hostess) Okay, Let me repeat back to you the information I have. This is a reservation for (Day) at
(Time) under the name of (Name of the guest) (smoking/non-smoking area) and no food allergies. Is
that correct?

Customer:

(Hostess) Okay ma’am/sir expect us to call you 2 days before your arrival at (phone number)

Customer

(Hostess) Thank you very much for choosing _______________ Restaurant, we look forward to seeing
you then. Have a great day ahead.